Verint has revealed that a leading US healthcare provider is saving $17 million a year thanks to the company’s bots.
Announced during the vendor’s Q2 2025 earnings call, CEO Dan Bodner confirmed that the deployment of Verint’s Wrap Up Bot had led to significant improvements in average call handling time.
Bodner claimed that reducing calls by 30 seconds for the healthcare company’s 30,000 agents resulted in a boost in agent capacity equivalent to saving $17 million per annum.
And it isn’t just good news for the customer.
The CEO explained that the impressive results led to the healthcare provider “dramatically” upping its number of Bots, which resulted in Verint more than doubling its ARR from the customer, from $5.3 million at the end of Q2 last year to $10.7 million by the end of Q2 this year.
In discussing the customer’s story, Bodner praised the ability of Verint’s bots to deliver value for its users:
In just few months, the Verint bot delivered tangible AI business outcomes. And, in July 2024, these AI outcomes led the customer to dramatically expand their bot deployment from 300 agents to 30,000 agents.
So, what exactly is a Wrap Up Bot? And how can it save companies money?
Lots of Bots
In a video on Verint’s YouTube channel, the company explains that the Wrap Up Bot addresses the issue of contact center agents spending excessive time on manual call summaries.
Traditionally, agents must type out summaries after each call, which is both time-consuming and prone to errors.
The Verint Interaction Wrap Up Bot automates this process, delivering accurate, high-quality summaries in seconds and automatically posting them to the company’s system of record.
Verint claims the bot saves at least 30 seconds per call, can enhance customer experiences by using insights from past interactions, and integrates seamlessly without disrupting existing systems.
The bot also ensures data privacy with Verint’s secure AI approach.
While Bodner mainly focused on the Wrap Up Bot during the call, he did also confirm that the healthcare provider had utilized “multiple variant bots” across its CX and customer service offering.
Verint plans to release over 100 specialized bots by the end of the year, with each built to automate a specific task and seamlessly integrate into contact center operations.
Amongst those already released are the following:
The Verint Containment Bot
The Verint Containment Bot automates customer interactions by handling requests without the need to transfer them to a live agent.
It verifies customer information, processes tasks efficiently, and completes actions such as confirming orders or making updates.
As part of the Verint Open Platform, the bot improves containment rates across both voice and digital channels, streamlining operations and enhancing customer service.
The Verint Coaching Bot
The Verint Coaching Bot enhances customer interactions by identifying opportunities for upselling or cross-selling based on positive sentiment.
It guides agents to make relevant offers that align with customer needs, improving customer experience.
By automating these tasks, the Verint bots increase agent efficiency, boost customer satisfaction, and turn routine service calls into potential revenue opportunities.
More Earnings Insights
Away from specific customers, Bodner also provided a more general overview of the company’s AI performance.
Described by the CEO as “another quarter of continued AI momentum,” Verint increased its AI bookings by 40 percent year-over-year in Q2.
There were also wins for the company’s AI-powered bundled SaaS offering, which saw a 15 percent year-over-year revenue increase, compared to 10 percent in Q1.
In discussing the vendor’s AI optimism, Bodner commented:
Behind our AI momentum is delivering ‘AI Business Outcomes, Now’ better than any other vendor in the market.
“We launched our AI platform a year ago and we now have many customers, including some of the world’s leading brands, reporting strong AI business outcomes achieving significant ROI with Verint’s AI-powered bots.”
In terms of company-wide revenue, the results were steady rather than spectacular.
Bodner confirmed that Verint was on track to meet its guidance for fiscal 2025, with Q2 revenue at $210 million, aligning with expectations and ensuring that the company maintains its full-year growth forecast of 5%, adjusted for the divestiture.
The vendor also reaffirmed its non-GAAP diluted EPS guidance of $2.90 and predicts another year of margin expansion, targeting 10% growth for the year.
More News from Verint
A Verint study revealed that US customers no longer see phone calls as the most convenient way to raise queries.
According to the State of Digital Customer Experience Report, which surveyed 1,500 Americans, digital channels such as websites, social media, and messaging are now preferred over voice, marking the first time this shift has been observed in Verint’s history.
Indeed, 72 percent of respondents reported using digital channels to contact companies in the past year, with 61 percent favoring digital methods over phone calls (39 percent).
Verint called this shift a “watershed moment” for contact centers, where phone calls traditionally dominated.
However, the report also highlighted ongoing issues with digital tools, as 68 percent of respondents reported poor experiences with chatbots and IVR systems, citing problems with understanding and usability.
